1. What is changing is the way we
Think, Identify & Deliver
Value

2. Business 901
Blog

3. Lean Thinking
• Identify Value
• Map Value Stream
• Create Flow
• Establish Pull
• Seek Perfection

4. What does the Customer Value
from you?
How are you delivering it?

5. “Every Industry will be disrupted and rebuilt with
people at the center.”
- Sheryl Sandburg. COO Facebook

6. People expect to access information and
whenever and wherever we want too.

7. World is increasingly collaborative
driving changes in the way decisions are made.

8. Most organizations do not understand
the shift of VALUE and the shift to a
COLLABORATIVE world.

9. People naturally network as they work so why
not model work itself as a network?

10. We are in a Service Economy
but do we think that way?

11. Pine & Gilmore introduced us to
the Experience Economy

12. Think Value

13. “It is not about the things we make, it is about how
we use the things we make.” – Malcolm Gladwell

14. New models of value recognition are
bringing unprecedented competition

15. The End of
Best in
Market

16. Shifting from Goods Dominant Thinking and Transactions
to
Service Dominant Logic and Co-Creation of Value
Buy
USE

17. Identify Value

18. We must establish and understand Touch Points

19. Designing the Experience

20. Designing the Journey

21. Its not all about problem solving
it’s about what we do best – Appreciative Look
Moving Design to the forefront

24. Use Jobs as a filter, more customers
needs are revealed.

25. Finding the next hassle map of the customer
where tomorrow’s demand exists.

26. Deliver Value

27. People expect to access information and
whenever and wherever we want too.

28. We want information available on every device

29. Joe Pine introduced the Multiverse as we were
getting started with the Experience Economy

30. Use of social technology for understanding and
learning are in its infancy

31. Experimentation with new applications,
technology seen as young persons role.

32. We hang on to past practices

33. Organizations need to challenge themselves by
experimenting and creating co-creation of value
opportunities through Lean Thinking.

34. Knowledge is Everywhere
The quality of the organization and
the customer relationship
networks will make the difference.

35. Transaction to teams

36. President
Operations Administration
Quality Sales

37. Customer Experience
will mimic your Employee Experience
• Know your team, design for personal
& social needs
• Build fun/pleasure/satisfaction into
activities
• Design cycles based on desired
customer experience
• Embrace motivators like power,
autonomy & belonging

38. Value
Teamwork

39. Transaction to teams
Obtainable goal setting.
Willingness to train people.
Commitment to measurement
Understanding and agreement on the need for processes.
Knowledge capture & sharing internally & externally.
Clear-cut business strategy and objectives.

40. Consider the kind of team needed
Roles

41. Make it manageable
Follow the 2
Pizza Rule
- Amazon, Jeff Bezos

42. Line of Sight
Know what your Team Members
are doing:
• Daily Standups
• Weekly Tactical
• Monthly Strategic
• Quarterly Strategic

43. Provide Line of Sight for Team at Daily Standup

44. Line of Site for resources needed at weekly tactical
Providing a visual, simple and
easily access document is the key.
Can auto-populate or be completed by hand.
Easily used as part of the task board in a War
Room type environment. Virtual Teams can use
something as simple as Google Documents or
many other popular software packages.

45. Line of Site for Goal review at Monthly Strategic

46. Successful Lean teams are iTeams
Teamwork is an individual not group skill
Individuals must take responsibility for…
• the quality and productivity of each team
• relationships they are part of
• individual accountability
• the larger, shared tasks or deliverables

47. Process Work

48. What is the process?
EDCA
Advancement
PDCA
SDCA
Effectiveness & Time

49. EDCA
Advancement
PDCA
Effectiveness & Time SDCA

50. How important is Standard Work?
EDCA PDCA SDCA
Standard Work puts the food on the table!

51. Leader Std.
Work
Leadership Process Visual
Discipline Focus Controls
Daily
Accountability

52. Standard Work provides discipline thru
• Clarity on What to do
• Commitment on When to do it
• Translation from Goals to Actions, the Why
• Enablement of the actions, How
• Accountability thru establishing the Who
• Line of sight on Where your circle of
influence effects

53. Standard Work in 1 word
Execution

54. State the standard
Agree on the method
Locate the people who will be on the team
Empower the Team
Select the Team Goals of the Project
Standard Do
Act Check

55. Lean is essentially a knowledge transfer
system; it's a training system on how to define
knowledge gaps and close them

56. PDCA is a Call to Action
Start with a problem that you don’t have the current
knowledge to solve.
What don’t I understand that I need to learn?
What change do I need to see?
Close the knowledge gap
before closing the performance gap.

57. Select the initial Problem Perception
Analyze the current process
Locate the people who will be on the team
Empower the Team
Select the Improvement
Plan Do
Act Check

58. Explore when Problem is unknown
EDCA =
• What is?
• What If?
• What Wows?
• What Works?

59. EDCA is closely related to
Service Design Thinking

60. Sense-making: Give meaning to experience.
Analyze the user
Locate the people who understand the user and the needs
Empower the Team
Select a limited set of needs you are designing for
Explore Do
Act Check

61. Create Pull - Demand
Value – in – Use
Service and Products are a means to an end
Value Co-Creation
Not for customers rather with customers
Trust
Real value with all stakeholders

62. Lean is targeted to certain kinds of
organizations who actually enjoy learning.

63. The only competitive advantage you have
is the rate at which you learn from your
customers.
Positioning your organization in your customer’s playground is
the most important role an organization has.

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